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Complain to Monzo

UK digital bank

Banking
Financial Ombudsman Service(opens in a new tab)

Free, and its decisions bind the firm.

Contact emails

help@monzo.com

Customer Service

complaints@monzo.com

Complaints

Common Monzo complaints

  • Unauthorized Transaction

    Reclaim fraudulent charges

  • Unfair Fees

    Challenge excessive charges

  • Account Problem

    Resolve access or closure issues

  • Product Mis-selling

    Compensation for unsuitable products

This one needs a different route

Complaints about banks, lenders and insurers are regulated claims work. Handling them takes FCA authorisation, which we don’t have, so we don’t write them. That’s not us being careful with you. It’s the law about who’s allowed to do it.

Financial complaints go to the Financial Ombudsman

Complain to the bank, lender or insurer first. They have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.

Monzo ombudsman & regulator routes

Which ombudsman handles Monzo complaints?

Financial Ombudsman Service. Once Monzo’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman. Read our guide to the Financial Ombudsman.

Can you complain to the FCA about Monzo?

Not for individual disputes: the FCA sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to Monzo directly first and keep written records, then escalate to the Financial Ombudsman Service if it stays unresolved after 8 weeks or you receive a deadlock or final-response letter. You can still report Monzo to the FCA to flag systemic problems, but that will not get your own money back.

Laws that protect you

Consumer Rights Act 2015

Financial services must be performed with reasonable care and skill.

Payment Services Regulations 2017

Protection for unauthorized transactions and payment errors.

FCA Consumer Duty

Financial firms must act in customers' best interests.

Tips for Monzo complaints

  • Report unauthorized transactions within 13 months
  • Banks must respond to complaints within 8 weeks
  • The Financial Ombudsman can award up to £430,000
  • Keep records of all communications
  • Vulnerable customers have additional protections

If Monzo doesn't respond

  1. 1

    Customer Service

    Allow 15 days

    Contact your bank’s customer service team

  2. 2

    Formal Complaint

    Submit a formal complaint: banks must acknowledge within 5 working days

  3. 3

    Financial Ombudsman

    8 weeks

    Free escalation after 8 weeks or receipt of a final response letter

    Visit website
  4. 4

    FCA Report

    Report misconduct to the Financial Conduct Authority

    Visit website

When you can escalate

8 weeks

If Monzo hasn’t sorted it within 8 weeks, or sends a final response sooner, you can take it to the Financial Ombudsman Service.

Frequently asked questions

Banks must acknowledge your complaint within 5 working days and resolve it within 8 weeks. If unresolved, they must send a final response letter.

The Financial Ombudsman can award up to £430,000 for complaints about acts after 1 April 2019. The service is completely free for consumers.

Yes, under the Payment Services Regulations 2017, your bank must refund unauthorized transactions unless they can prove you were grossly negligent or acted fraudulently.

Put your complaint in writing to complaints@monzo.com with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail. If Monzo hasn't sorted it within 8 weeks, you can escalate free to the Financial Ombudsman Service.

Send complaints to complaints@monzo.com. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Monzo complaints can be escalated to the Financial Ombudsman Service, free of charge, after 8 weeks or a deadlock letter. Complain to Monzo directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on Monzo.

Not for an individual dispute: the FCA regulates the industry but doesn't resolve personal complaints. Your route is to complain to Monzo in writing, then escalate to the Financial Ombudsman Service for a free, binding decision. You can still report Monzo to the FCA to flag systemic problems.

Tools & guides for your Monzo complaint

Free calculators and explainers that strengthen the case you make to Monzo.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at Monzo? Reply to complaints here.

The ombudsman is free, and Monzo has to follow what it decides

Complain to the bank, lender or insurer first. They have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.

Financial Ombudsman Service(opens in a new tab)

Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Monzo or any of the companies listed on this site. Where an address is marked verified, we read it on Monzo’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Monzo. This page is for informational purposes only and does not constitute legal advice.